8.17.2015

Customer Service: The Power of A Name

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I've worked in customer service my entire adult life.  Offering great customer service is something I care about.  I want my customers happy and I want them to think highly of the company I work for.  I could go on and on and on about it.

But I won't.  Today, I just have a few thoughts on the impact of using your name.

Many companies require their Customer Service Reps (CSRs) to use their name in their greeting when they answer a call.  But I think reminding a customer of your name at the end of a call is far more important.

1. It gives them confidence.  When you close a call and remind them of your name, that customer knows you stand by the service you've given them.  They feel confident that they'll receive what you've arranged and will follow through on your end of the responsibilities.  And if something goes awry, they know who to call or who to say they talked with.  You taking ownership of the service you offer makes your customer feel confident.

2. It comforts them.  I work in a service industry, so I frequently talk to people who are distraught.  Offering my name at the end of the call helps them know that I care about their situation.  They know that Joy is working on their behalf.  Tell a customer your name and that they can ask for you if they need anything else.  Often, they don't need to call back again, but they feel more calm and like their situation is under control just knowing you're there for them.

3. It creates personal service.  When you use your name at the end of the call and invite them to call again, they no longer feel they're a customer of whatever-company-big-or-small-am-I-talking-to-someone-in-India.  They're now your customer.  That sense of personal service makes a customer much more likely to "buy in" to your company and stick with you for the long haul.

These are obvious tips for someone in phone-based customer service, but they can go equally as far for someone in retail, out in the service field, executives, home-based businesses, networking, interacting with your children's school teachers/administrators, and beyond!

I know this isn't something I have ever really talked about on the blog here, but it was just on my mind today, so I thought I'd share.  Happy Monday, all!